Module One

Developing the Skills, Knowledge and Techniques for Team Leaders 

Managing ambiguity and complexity: the role and responsibilities of a team leader

Psychological safety and effective leadership styles for team leaders

Developing your team: goal alignment and motivation for high performance.

Methods and tools for managing workload demand and team capacity.

Data/evidence-based communications and reporting.

Continuous improvement and problem solving.

Managing people and the associated challenges, challenged inside and outside your team.

The team’s role in optimising end-to-end business processes.

Module Two

Managing the Inter-Team Dynamics of High Performance for Mid-Level Managers 

Understanding the unique “systemic” inter-team & inter-functional dynamics of services.

Multi-Team development and how to build trust amongst teams.

Teaming, relational coordination and how to effectively collaborate.

Developing the inter-personal skills and tools to manage across teams & boundaries.

Psychological safety and effective leadership styles for mid-level managers

Optimise and sustain team performance using data and work management tools.

Module Three

Applying the Tools, Techniques and Skills for Lean Service Operations Management 

Tools and methods for managing ambiguity, uncertainty, and variability in S&KW.

Adapting the Tools, Techniques and Skills of Lean & Operations Management for S&KW.

Methods, data & tools required to manage demand and capacity in S&KW teams.

Visual Management: Tools and methods for continuous improvement and problem solving.

Priority Decision Matrix: Aligning improvements with organisational goals and objectives (OKR).

SIPOCs and Value Stream Maps to visualise and improve cross functional performance.

Process Management: Sustaining operational performance and continuous improvement over time.